Snai Casino - Pelaajan tili on rajoitettu raja-ajan jälkeen.

Hello, I'm writing because I'd like to know if anyone else has had the same experience with SNAI. They limited my account for 180 days, and even though I requested its closure, they didn't respond for a long time. Now, many months later, even though the 180 days have long since passed, they still refuse to close my account, always replying with the same copy-paste email, which reads:

"In response to your requests, we would like to point out that we cannot proceed with them as the matter is under the attention of the judicial authorities."

I have repeatedly asked what I need to do to resolve this issue or how I should proceed, but they always reply with the same email. I just want to get back the money that has been blocked in my account...

Salve, scrivo perchè vorrei sapere se qualcuno ha avuto la mia stessa esperienza su SNAI. Mi hanno limitato il conto per 180 giorni, nonostante io abbia richiesto la chiusura, non mi hanno risposto per lungo tempo e dopo molti mesi, anche se sono ormai da tempo passati i 180 giorni, non vogliono chiudermi il conto rispondendomi sempre con la stessa mail copia e incolla, ovvero questa:

"in riscontro alle Sue richieste evidenziamo che non possiamo dare corso alle stesse essendo la vicenda sottoposta all’attenzione dell’autorità giudiziaria."

Ho provato più volte a chiedere cosa dovessi fare per risolvere o come comportarmi ma nulla, rispondono sempre con la stessa mail. Io vorrei solo riavere i soldi che mi hano bloccato all'interno del conto...

Dear adribiagione,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify which judicial authorities the casino is referring to? Is your issue being investigated by the licensing authority?

Could you kindly confirm whether you passed the KYC verification?

Have you received any explanation from the casino as to why your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Snai does not provide me with any information, it only tells me repeatedly "in response to your requests we highlight that we cannot act on them as the matter is brought to the attention of the judicial authorities.".

I have asked for information several times but they always respond the same way, I passed all the checks and I also made a deposit and played on the Snai account before the 180 day suspension.

I really don't have any other information because they didn't give me any, I only know what I was able to communicate to you, I hope you can help me.

Snai non mi fornisce alcuna informazione, mi dice solamente e ripetutamente "in riscontro alle Sue richieste evidenziamo che non possiamo dare corso alle stesse essendo la vicenda sottoposta all’attenzione dell’autorità giudiziaria.".

Ho più volte richiesto informazioni ma rispondono sempre allo stesso modo, ho superato tutte le verifiche e ho anche effettuato un deposito e giocato sul conto snai prima della sospensione di 180 giorni.

Non ho davvero altre informazioni perchè non me ne hanno fornite, so solo ciò che sono riuscito a comunicarvi, spero possiate aiutarmi.

Before we proceed with the investigation, could you please forward me all the communication between you and the casino that is relevant to your case? My email address is veronika.l@casino.guru.

Also, could you please confirm if you passed the full KYC (know your customer) verification?

What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?

I forwarded all emails to you and confirmed that my account was fully confirmed and active, with all verifications completed. I forwarded her the emails I sent and the replies, but I would add that these emails were repeated several times. I have sent similar emails several times with the same requests and they have always responded the same way.

Le ho inoltrato tutte le mail e le confermo che il mio conto era completamente confermato e attivo, con tutte le verifiche completate. Le ho inoltrato le mail che ho inviato io e le risposte, ma aggiungo che queste mail si sono ripetute diverse volte. Io ho più volte inviato mail simili con le stesse richieste e loro mi hanno sempre risposto allo stesso modo.

I have not received any emails from you. Could you please check if you used the correct address? My email address is veronika.l@casino.guru

Yes I think is ok, I send you the screen of the mails here.

I have now seen that it seems I cannot send emails to this email address, I don't know why... is there another email address where I can send them or perhaps attach them here?

Ho visto ora che sembra io non possa inviare mail a questo indirizzo e mail, non so perchè...c'è un altro indirizzo mail doe posso mandarle o magari allegarle qui?

Do you see any error messages when you try sending these emails to me? I will try writing you an email and then you can write me a reply if possible.

Hi, I Think I can't send you mails but I don't know why. When I try I recive this message:

"This is an automatically generated Delivery Status Notification.   

Delivery to the following recipients failed permanently:  

* veronika.l@casino.guru

Reason: This is the mail system at host smtp-34.iol.local.I am sorry to have to inform you that your message could not be delivered to veronika.l@casino.guru. The message is attached below.The remote mail system said: Maximum Retry Queue Age Reached"

I tried to send her the screenshots of the email to her email, if she doesn't receive them again, I try to send them as attachments in this chat.

Ho provato ad inviarle gli screen della mail sulla sua mail, se non li riceve nuovamente, provo ad inviarli come allegati in questa chat.

Hi, I recived again the error, I can't send you mails 🙁...I send you here the screens of the mails. Hope you can see them...

Thank you for your screenshots. However, I have noticed that you have not yet answered my question. What types of games did you play before the casino suspended your account? Do you only participate in sports betting or have you also played casino games?

Sorry, due to email problems I forgot about that question, I was only playing sports betting.

Scusami, per via dei problemi con la mail mi sono dimenticato di quella domanda, giocavo solo alle scommesse sportive.

Thank you for the update.

As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards

Veronika